Comments on: Should Comcast Investors care about the lack of Customer Centricity? http://rudyvidal.net/2008/01/should-comcast-investors-care-about-the-lack-of-customer-centricity/ Growing business through systematic focus on customer values. Mon, 19 Jul 2010 21:12:30 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Chris Brown http://rudyvidal.net/2008/01/should-comcast-investors-care-about-the-lack-of-customer-centricity/comment-page-1/#comment-28 Chris Brown Fri, 01 Feb 2008 00:10:24 +0000 http://willtheybuyagain.wordpress.com/2008/01/27/should-comcast-investors-care-about-the-lack-of-customer-centricity/#comment-28 Rudy, great post and thanks for your comments on my recent post on Customer Satisfaction Versus Customer Value http://blog.marketculture.com/2008/01/22/customer-value-versus-customer-satisfaction-lessons-from-sprint-and-apple/..... Comcast are an interesting company that we talk about in a number of our training programs. It is a company with really quite innovative advertising strategies, certainly campaigns that grab your attention like the "slowskys" http://www.theslowskys.com/home/ and "comcastic". But boy are they let down when comes to customer service and satisfaction..... If I think about 3 common areas of customer value measurement: BRAND, PRODUCT and SERVICE. The marketing comms guys are doing a pretty good job on branding, the product is pretty good, triple plays etc... but for me at least they fall down when it comes to billing (confusing as hell) and service, I call 3 times over 3 months to try and get automated payments set-up and each time it seems I have done something wrong (their words.....) some much for service. Unfortunately every interaction brings me closer to cancelling and each time I question what else is out there..... So what does this mean? spend a little more on customer experience (in this case service) and a little less on advertising in my view....... Rudy, great post and thanks for your comments on my recent post on Customer Satisfaction Versus Customer Value http://blog.marketculture.com/2008/01/22/customer-value-versus-customer-satisfaction-lessons-from-sprint-and-apple/…..

Comcast are an interesting company that we talk about in a number of our training programs. It is a company with really quite innovative advertising strategies, certainly campaigns that grab your attention like the “slowskys” http://www.theslowskys.com/home/ and “comcastic”. But boy are they let down when comes to customer service and satisfaction…..

If I think about 3 common areas of customer value measurement: BRAND, PRODUCT and SERVICE. The marketing comms guys are doing a pretty good job on branding, the product is pretty good, triple plays etc… but for me at least they fall down when it comes to billing (confusing as hell) and service, I call 3 times over 3 months to try and get automated payments set-up and each time it seems I have done something wrong (their words…..) some much for service.

Unfortunately every interaction brings me closer to cancelling and each time I question what else is out there…..

So what does this mean? spend a little more on customer experience (in this case service) and a little less on advertising in my view…….

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